Fonolo

OCTOBER 10, 2017

Today’s demanding consumers have high expectations when it comes to the call center experience. The solution to hold-time is to offer a call-back as an alternative. Since 2011, the report has included questions about virtual queuing / call-backs. Tracking Your Call Center Data.

Surveys 64

Surveys Call Center Average Handle Time Contact Center 64

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Reduction in agent turnover – By matching workload and the workforce, the call center experiences less service level volatility, leading to a more predictable work experience for the agents. Wikibon predicted that enterprise cloud spending is growing at a 16% compound annual growth (CAGR) run rate between 2016 and 2026.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

Fonolo

NOVEMBER 17, 2020

As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and service level will become increasingly favored over metrics like Average Handling Time. Call Centers Will Change in 2020. Call Center Trends 2016.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176